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JUNE 19, 2025

Skip to content Home Services Ideas Insights Education Leadership About News Articles Blog Posts Case Studies How They Made Their Mark Contact Home Services Ideas Insights Education Leadership About News Articles Blog Posts Case Studies How They Made Their Mark Contact Blog Post THE IMPACT GUIDE TO JOURNEY MAPPING: MAPPING AS A BUSINESS STRATEGY – (..)

Customer Journeys 40

Customer Journeys Exercises Strategy Case Study 40

InMoment XI

JUNE 6, 2025

Personalize the ask Make every survey feel like a thoughtful conversation, not a checkbox exercise. For instance, sending a brief SMS survey shortly after the call can capitalize on the recency of the interaction, making it more likely for customers to respond.

Survey 195

Survey Net Promoter Score Effort Score Omni-Channel 195

ECXO

MARCH 25, 2025

The Problem with CX and EX: Like Dieting Without Exercise For years, companies have obsessed over CX and EX , which is great in theory, but heres the problem: CX focuses on the customer experience. Its like trying to get fit by only eating salads ( CX ) but never exercising ( EX ). The real issue?

Exercises 234

Exercises Innovation Employee Experience Customer Satisfaction 234

ECXO

OCTOBER 7, 2024

. · Breathe intentionally – If you’ve never tried a breathing exercise during stress or anxiety, you’re missing out. But I’ve found it to be a valuable investment in self-awareness. · Move – Daily exercise is a must! Keep moving for the benefit of your body and mind. I hope they can do the same for you!

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

Calabrio

JUNE 24, 2025

This retention checklist isn’t just a reflection exercise; it’s a roadmap for building a stronger, more engaged contact center from the inside out. Ultimately, connecting daily work to a meaningful mission is one of the strongest retention levers you have. Reducing attrition doesn’t happen by accident—it starts by asking the right questions.

Contact Center 130

Contact Center e-support Call Center Leadership 130

Experience Matters

DECEMBER 18, 2018

It was a great exercise. To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.

Trends 260

Trends Exercises Employee Experience Course 260

InMoment XI

DECEMBER 27, 2021

In today’s post, however, we’ll walk through the steps of an exercise JB calls an “assumption slam,” so you can take this process back to your team and use it to test any assumptions of your own. Let’s get started! How to “Slam” In-Person & Digital Customer Experience Assumptions.

Customer Experience 397

Customer Experience Exercises Customers Tips 397

CX Accelerator

FEBRUARY 2, 2020

Customer journey mapping, a key exercise in the field of CX, is all about developing customer personas and mapping their experience with your company from start to finish. Key to this exercise is understanding customer thinking, motivation, and behavior. Eric Engwall. The field of psychology is perfect for this.

Customer Experience 320

Customer Experience Customer Journeys Tourism Exercises 320

InMoment XI

MAY 31, 2022

Having a cross-departmental team is vital to gaining the kind of understanding that is the whole point of the exercise. At the same time, don’t let the exercise become overwhelming. ” – Jessica Pfeifer, VP & General Manager, InMoment. You and your team may already have an intuitive sense of the journey.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

InMoment XI

MARCH 4, 2022

This exercise can help you define what information you need to either collect or append to your survey data. Principle #2: Generate Hypotheses When Designing Your Survey. While designing the survey, it is often helpful to generate some hypotheses about how you think the results might turn out. Principle #3: Ask the Right Questions.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

InMoment XI

APRIL 19, 2022

We each have our own “moments that matter,” whether it’s going on a walk with our dog, taking an exercise class, spending quality time with our family and friends… the list goes on! In these stressful times, it’s more important than ever that we are deliberate about setting time aside for the things that make us feel our best.

Resources 370

Resources Exercises Culture Tools 370

Experience Investigators by 360Connext

DECEMBER 8, 2020

I know plenty of people who go through these exercises from a personal and professional standpoint. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. In these moments, we typically ask questions like: What goals did we meet? What goals did we miss?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Kerry Bodine

JULY 6, 2020

Exercises focused on your most important customer journeys. A workbook with example maps and exercises. Day 2 will continue to focus on our methodology, exploring how you can drive action with your journey maps. Your registration includes: Two days of interactive lectures. Your biggest journey mapping questions answered.

Customer Journeys 38

Customer Journeys Exercises Customer Centricity Training 38

InMoment XI

JULY 11, 2022

For example, if you ask, “Do you ALWAYS exercise in the morning?” If someone almost always exercises in the morning, but not every day, they will put “no” which disrupts your data. When the list of answers in a survey does not accurately reflect or fit all the potential answers of a consumer, the data can be skewed.

Survey 370

Survey Exercises Measurement Data 370

QuestionPro Audience

AUGUST 10, 2020

As a preliminary exercise to gather actionable market research insights, It is crucial to identify the right target audience and target market. To get your research right and make sure it’s fruitful, you must target the right research respondents to collect valuable feedback. Identify the right research target market.

Tips 352

Tips Marketing Gamification Social Media 352

InMoment XI

JANUARY 27, 2025

In that light, goal-setting often becomes an exercise in mitigation: reducing call volumes, minimizing customer effort, and curbing churn. Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Storyminers

NOVEMBER 5, 2020

The exercise used to be routine because most people had only one phone number and one address. At Storyminers, we believe the definition of marketing has changed from selling to finding. Here’s what that means. It used to be the marketer’s responsibility to find prospects for the sales team. And both were easy to find.

Strategy 264

Strategy Marketing Exercises Tools 264

Experience Investigators by 360Connext

JUNE 23, 2020

Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. Like exercise or learning something new, role-playing consistently will make an impact. Include role-play exercises in regular training cadences. So what is empathy?

Exercises 214

Exercises Culture Employee Engagement Customers 214

Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! Now, I know what you’re thinking and saying to yourself, “This certainly isn’t the case within my organization.”

Exercises 246

Exercises Customer Centricity NPS Culture 246

InMoment XI

NOVEMBER 25, 2021

Recently we went through this exercise with one of our clients and the black box model provided a great fit, however the only output it provided was relative importance of the variables. When we do this, it becomes very easy for clients to understand why it’s important to have interpretation alongside your prediction accuracy.

eBook 370

eBook Case Study Exercises Customer Retention 370

Experience Investigators by 360Connext

JANUARY 7, 2025

Step 3 Map and Optimize Customer Touchpoints Customer journey mapping exercises will enmesh you in each personas journey to understand how they find you, what they seek at key steps of their shopping journey (also known as customer touchpoints), and how you can maximize their post-purchase satisfaction.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

ShepHyken

JUNE 2, 2025

Employees need to grow through training and be equipped with the right tools so that they can use policies as guidelines while exercising common sense to meet each customer’s unique needs. When employees are trusted to handle situations as they see fit, they feel empowered to do their jobs.

Hospitality 92

Hospitality Loyalty Programs Fashion Hotels 92

Experience Investigators by 360Connext

DECEMBER 15, 2023

This is a great exercise to encourage employees to see exactly how their role delivers for the customer. One of my favorite CX exercises is where I ask people to use a magic wand. See how fun it is to connect the CX dots? Ask team leaders to focus on one way their team produces results for the customer. Communicate that pride often!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ShepHyken

MARCH 4, 2025

This isnt a do it once exercise. For example, if customers frequently complain about long hold times when calling your competitions customer support, examine your companys response time. If customers are frustrated by your competitions complicated return policies, make sure you arent guilty of the same.

How To 86

How To Exercises B2B Feedback 86

InMoment XI

OCTOBER 7, 2021

Enjoy the goal setting exercise! How long will these efforts take to make an effect? Taking all of these things into consideration, I adjust the score accordingly but again, in the end it is an “art” rather than a “science.”.

Effort Score 370

Effort Score Measurement Trends Customer Retention 370

Calabrio

APRIL 11, 2025

As well explore below, this stage can integrate theory with practice through methods like simulations, role-playing, and closely monitored exercises, allowing agents to apply skills in a safe, controlled setting with immediate feedback. Learning by observation can also be particularly powerful at this stage.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. This type of customer journey mapping exercise can go beyond the Ideal State journey map by rethinking the entire industry. Product roadmaps. Customer feedback dashboards.

Customer Journeys 190

Customer Journeys Examples Exercises Roadmap 190

CX Accelerator

OCTOBER 3, 2019

Bill Staikos makes it official with his new employees: "We're doing a lot of journey-based exercises with our new hire onboarding process. If we’re doing it right, we are creating companies full of employees focused on CX. We are refining it to focus more on Design Thinking with badges (like IBM's model) for ongoing coursework."

Tips 296

Tips Culture Exercises Feedback 296

ShepHyken

JUNE 16, 2025

My Comment: My Comment: Too many companies claim customer feedback is important, but then treat it like a checkbox exercise. .; Customer contacts brand; brand helps Customer (ideally); Customer goes on about life. And on and on. Customers know this.

Customer Service 76

Customer Service Exercises Feedback Consumers 76

ChurnZero

NOVEMBER 22, 2024

Outcomes Club is an exercise that CS leaders can do with their CSMs to get them in the right mindset to own and mitigate churn. Once you have these dialed in, you’re ready to do the exercise! In fact, treating preventable churn as a professional development opportunity for CSMs is the mindset shift many CS leaders need going into 2025.

Exercises 52

Exercises How To Culture Leadership 52

ECXO

JULY 8, 2024

By exercising this area, we can become more adaptable and creative in our responses to customer needs. For example, in customer service roles, regular training and role-play exercises can help to establish and strengthen neural pathways associated with empathy, problem-solving, and patience. Start small and increase with time.

Customer Experience 194

Customer Experience How To Exercises Study 194

Beyond Philosophy

FEBRUARY 8, 2025

Practical Exercise: Emotion Safaris Take your team on a safari to experience your customer journey—or a competitor’s—firsthand. They’re triggered by specific actions, processes, or interactions. Identify the triggers in your customer journey and intentionally design them to evoke positive emotions. Then debrief: What emotions did they feel?

How To 78

How To Exercises Loyalty ROI 78

C3Centricity

JULY 1, 2019

In the exercise, people are asked to count the number of passes made by the team in white, so that is what the observer will concentrate on. For this reason, it is essential to run a careful briefing session before every observation exercise. If you haven’t seen it you can check out the Awareness Test and try it for yourself.

Culture 234

Culture Exercises Connections Customer Centricity 234

Comm100

JULY 4, 2025

California Consumer Privacy Act (CCPA) The CCPA outlines the following: Right to know : Consumers can request disclosure of personal information collected Right to delete : Consumers can request deletion of personal information Right to opt-out : Consumers can opt-out of the sale of personal information Non-discrimination : Cannot discriminate against (..)

Government 130

Government Financial Meeting Data 130

C3Centricity

NOVEMBER 5, 2018

This idea is used for the regular delivery of razor blades and tampons, as well as for personalised exercise routines and menus. Another use of personalised data is in providing privileged services – at a price. Some successful examples of these include Dollar Shave Club , Freda , and Amazon Dash buttons.

Brands 291

Brands How To Trends Consumers 291

SurveySensum

JULY 2, 2025

While another recurring phrase “breathing exercises” is mentioned in almost every 1-star review. For example: “The app crashes the moment I start the breathing exercise. 150 reviews under Login Crashes, 350 under Breathing Exercises) The average rating for each tag (e.g., This is so annoying!!!” for Login Crashes, 1.6

Analysis 52

Analysis Exercises Roadmap Feedback 52

Brandwatch CX

JUNE 20, 2025

Whether benchmarking against competitors, considering a rebrand, or simply wanting a broader overview of performance and positioning, undertaking an audit can be a valuable exercise. What is a brand audit?

Brands 97

Brands Analysis Social Media Measurement 97